Summary
Overview
Work History
Skills
Certification
Hyperlinks
Timeline
Generic

Tammy Rosiek

Plano

Summary

I am an IT professional with over 15 years of experience in the IT industry, and I have a proven record in the successful transformation and management of organizations through Service and Operational Management. Well-qualified Operations Support Manager bringing Information Technology experience. Dedicated leader with excellent problem-solving and communication skills. Pursuing new growth-oriented career opportunity.

Overview

22
22
years of professional experience
1
1
Certification

Work History

IT Process Manager

Wipro Technologies
Plano
03.2024 - 12.2024
  • Managed service level agreements for network solutions to enhance operational reliability.
  • Coordinated deployment of ITSM tools, ensuring seamless integration and functionality.
  • Delivered comprehensive documentation and training on ITSM and ITIL.
  • Executed incident and problem management tasks to minimize service disruptions.

Operations Support Manager

NexGen-Networks
03.2023 - 03.2024
  • Implemented ITIL V4 Incident Management, Change Management, Access Management, and Vendor Management processes using Jira for project management
  • Managed the release of ITSM and updates to ServiceNow
  • Managed the Change Advisory Board
  • Provided Account Management and KPI reporting to top customers
  • Led SOC2 Audit
  • Provided management to a team of NOC engineers
  • Managed and coordinated software and infrastructure releases
  • Performed risk management and BRM.

Major Incident Management Process & Change Management Team Lead

HCL
10.2021 - 10.2022
  • Coordinated Major Incidents until resolution and provided communications to the business and stakeholders
  • Documented steps taken to troubleshoot and provide Incident resolution using ServiceNow, provide a report, and conduct an After-Action Review meeting
  • Coordinated and provided Change Management on software and infrastructure changes
  • Led CAB and Change Collision detection meetings
  • Provided weekly and monthly metrics on Incidents and Changes
  • Worked with Service Management peers on Continual Service Improvement activities to improve processes and procedures
  • Led a team of onshore and offshore resources to provide Incident, Problem, and Change Management.

Senior Release Manager

Co-Op Financial Services
03.2020 - 10.2020
  • Provided management to the Release management process and team members for Agile projects, using Jira and Smartsheets
  • Managed Releases to a Cloud environment using Jira and ADO
  • Coordinated the implementation of ITSM, ServiceNow, and ServiceNow releases
  • Deployed web based and mobile software to the production environment for PCs, iOS, and Android
  • Reviewed and approved Change Requests and presented them to CAB
  • Assisted with DevOps and CICD using Jenkins and Chef tools.

Manager of IT Production Operations – Identity and Access Management

Federal Reserve Bank of San Francisco
10.2015 - 08.2019
  • Provided leadership to an Agile team of developers and engineers in support of Identity & Access Management software, infrastructure, and services
  • Managed a support team for COTS, custom software, and infrastructure for all Major Incidents
  • Provided management to the Release management process and team members for an Agile organization
  • Managed a SCRUM development team which provided root cause analysis, defect resolution and product enhancements
  • Provided infrastructure strategy and managed hardware and software implementations and integration across the organization
  • Implemented Change/Release policies and processes and ensured process compliance
  • Coordinated Change ticket creation and approvals and presented IAM changes to CAB
  • Coordinated all activities that pertain to Change and Releases for the Identity and Access Management team, including planning, operational readiness, communications, and implementation.

Head of ITIL Processes & Service Management

Fujitsu
07.2014 - 09.2015
  • Provided leadership to onshore and offshore IT Service Management and Reporting teams
  • Developed cost structure, strategic, and financial management for Configuration, Change, Release, Incident, Problem and Reporting teams
  • Led the development of standardized ITIL policies and processes
  • Implemented Knowledge Management and a Known Error process to improve Incident Management MTTR and developed repeatable processes and procedures
  • Coordinated Operational resources to complete PCI Certification.

Solutions Management Team Lead/Sr. Operations Process Specialist

Federal Reserve Bank of Richmond
04.2011 - 07.2014
  • Provided leadership to a team of Operations Process Specialists, providing them with training and mentoring
  • Led Operations projects and process improvement initiatives
  • Identified and coordinated data center tool automation opportunities
  • Led the development of an Operations SharePoint site to improve team collaboration across the organization
  • Implemented a process to manage Internal Service Providers and create OLAs between groups critical to the success of the ITSC
  • Coordinated the Operational Certification of new servers including the validation of hardware, software and monitoring.

Manager of Service Desk and Incident Management – FRB Treasury Contract

Hewlett Packard
01.2010 - 04.2011
  • Provided technical and business coordination for multiple teams to manage and restore Major Incidents
  • Provided leadership and training to a nine-person team to increase ITIL process knowledge and technical knowledge to assist in supporting the contract
  • Led process effort to improve integration with other ITIL processes (Change, Problem and Configuration Management), including documentation and training to new teams
  • Implemented a communication and notification process to provide high priority and critical communications across multiple teams and organizations
  • Led a project to increase First Call Resolution by the Service Desk team, through documentation, training, and the utilization of the Known Error process
  • Developed and reported on metrics in support of SLAs and KPIs
  • Provided Disaster Recovery services for the client.

Problem Process Manager – FRB Treasury Contract

Hewlett Packard
11.2007 - 01.2010
  • Implemented ITSM and Remedy 7 for Incident, Problem, Change and Knowledge Management modules
  • Across the organization and provided documentation and training
  • Coordinated team efforts to identify the Root Cause of Infrastructure and Software related problems
  • Analyzed infrastructure changes, incidents and capacity data to identify trends for proactive problem management
  • Utilized Six Sigma FMEA (Failure Mode and Effect Analysis) to detect risk or potential modes of failure, then identify opportunities to eliminate or mitigate those risks to the infrastructure.

Release Manager/Project Manager

Centex Homes
08.2006 - 09.2007
  • Coordinated the efforts to develop and test Business Recovery documentation plans
  • Gathered business requirements for upcoming projects and created business cases and project plans
  • Researched and developed application monitoring solutions and developed functional requirements for the selection of solutions utilizing Failure Mode and Effects Analysis and Critical to Quality functional selections
  • Developed, documented and led training for Remedy 6 Incident and Problem management across the IT organization
  • Implemented Release Management solutions to reduce deployment times and reduce defects introduced by the Change and Release processes
  • Provided Release Management and Coordination for COTS and Centex developed applications.

Change & Release Manager

Experian-Scorex
10.2002 - 08.2006
  • Reduced Incidents caused by Change by 60% through the implementation of Change and Release Management
  • Performed and coordinated Operational Readiness testing including volume testing and monitoring
  • Coordinated and approved Changes with Development Team and Operations Staff
  • Reviewed Implementation Plans and provided Launch Assessments on all Changes
  • Hosted Postmortem Assessments and provided Root Cause Analysis on implementation problems and outages
  • Managed project teams ranging from 3-15 members to bring projects up to Production Readiness
  • Designed, built, and implemented a custom change database to track hosted changes
  • Provided monthly and ad/hoc reports based on metrics related to KPIs in order to evaluate performance against SLA agreements.

Skills

  • MS Office 365

Certification

  • ITIL V2 Foundation
  • ITIL V3 Foundation
  • ITIL Service Strategy
  • ITIL Service Design
  • ITIL Release Control and Validation
  • ITIL Operational Support and Analysis
  • ITIL Continual Service Improvement

Hyperlinks

https://www.linkedin.com/in/trosiek/, Tammy (Kaufman) Rosiek | LinkedIn

Timeline

IT Process Manager

Wipro Technologies
03.2024 - 12.2024

Operations Support Manager

NexGen-Networks
03.2023 - 03.2024

Major Incident Management Process & Change Management Team Lead

HCL
10.2021 - 10.2022

Senior Release Manager

Co-Op Financial Services
03.2020 - 10.2020

Manager of IT Production Operations – Identity and Access Management

Federal Reserve Bank of San Francisco
10.2015 - 08.2019

Head of ITIL Processes & Service Management

Fujitsu
07.2014 - 09.2015

Solutions Management Team Lead/Sr. Operations Process Specialist

Federal Reserve Bank of Richmond
04.2011 - 07.2014

Manager of Service Desk and Incident Management – FRB Treasury Contract

Hewlett Packard
01.2010 - 04.2011

Problem Process Manager – FRB Treasury Contract

Hewlett Packard
11.2007 - 01.2010

Release Manager/Project Manager

Centex Homes
08.2006 - 09.2007

Change & Release Manager

Experian-Scorex
10.2002 - 08.2006

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Tammy Rosiek